Smartstrand Carpet Complaint

Dear Alan

I am hoping you can offer some advice. We purchased Mohawk Smartstrand carpet for the master bedroom of a “seasonal” residence. Two adults and no pets inhabit the residence for approximately 5 months of the year.

The condo is in Florida. The carpet was purchased 8/2013. The carpet is showing excessive wear patterns anywhere we have to walk on and the carpet looks “matted” and frayed. Mohawk denied our claim because we didn’t have the carpet cleaned after 18 months. We pointed out that we had not been living in the residence for a total of 18 months. The store we purchased from in Naples, Florida asked us to have it cleaned and recommended a carpet cleaning company. Now after the cleaning, the carpet fibers look worse and the carpet looks dirty. The carpet cleaner also noted the wear patterns were not improved by the cleaning.

Smartstrand Carpet Complaint

Dear Alan

I am hoping you can offer some advice. We purchased Mohawk Smartstrand carpet for the master bedroom of a “seasonal” residence. Two adults and no pets inhabit the residence for approximately 5 months of the year.

The condo is in Florida. The carpet was purchased 8/2013. The carpet is showing excessive wear patterns anywhere we have to walk on and the carpet looks “matted” and frayed. Mohawk denied our claim because we didn’t have the carpet cleaned after 18 months. We pointed out that we had not been living in the residence for a total of 18 months. The store we purchased from in Naples, Florida asked us to have it cleaned and recommended a carpet cleaning company. Now after the cleaning, the carpet fibers look worse and the carpet looks dirty. The carpet cleaner also noted the wear patterns were not improved by the cleaning.

Mohawk has been difficult to deal with and the dealer where we bought it is not standing behind their product. Is there any way to contact someone at Mohawk other than the usual customer service representatives, who might have some authority to help us? Do you have any suggestions or recommendations?

Thank you for any assistance,

Ron

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Hi Ron

Can you tell me the room measurements and the price you paid for the carpet only? (Per square yard or by per square foot)

What type and density of padding was used? What was the total price for the whole job, carpet pad and installation?

Is this a beach house?

Alan

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Dear Alan

Thank you for getting back to me. I’m so discouraged by this situation.

No, it’s a condo on the 5th floor of a 15 story building, not directly on any body of water. The pad used was 7/16”, 7lbs density. Currently the carpet retails for $5.49 a square foot. I measured the room myself; the main area is 14’ x 29’. There is a 4x 4 entry area leading into the large area. There is a 10’x 4’ hallway from the main area leading to a bathroom and a walk in closet along the hallway approx 13’ x 5’.

Ron

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Hi Ron

Here is my opinion on the issue:

From your provided information, it appears from the amount you spent on carpet tells me that it is a good quality carpet (about $45 per sq yard) and the pad they used was of sufficient quality and density. The problems you are dealing with should not be happening to you. If a carpet shows major signs of wear and tear after just a few months, then there is something seriously wrong. I suspect there is a manufacturing defect of some kind. Your carpet dealer is your best bet for a solution to your problem.

A locally owned carpet dealer has some leverage with the carpet manufacturer in situations like this. Keep calling and asking for their help to resolve this. If you can’t get your carpet dealer to help you get your carpet inspected; get a valid claim filed with the carpet manufacturer, and/or get some sort of resolution, then you may want to consider filing a lawsuit in small claims court. (It’s not a fun thing to do and is often difficult to win).

Alan

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Dear Alan

Interesting update! The carpet dealer has now offered us a replacement allowance of $2,100 plus free labor if I purchase new carpet from them. I’m enjoying reading your website articles about how and where to purchase new carpet.

I live in Clinton Township Michigan. My husband and I are looking to replace all of our upstairs carpet. The carpet to be replaced includes a hall, a stair case with 12 stairs, and four upper bedrooms.

Last week I stopped into a local family owned carpet store to look at a carpet that I had seen in a family member’s home. The carpet was made by Mohawk and is made from 75% Smartstrand and 25% P.E.T. Polyester.

Tonight we had an in-home estimate from a well-known shop-at- home company. The salesman brought out some plush style carpets that he stated were great for high traffic areas. He showed us a 60 oz weight, and a 50 oz weight carpet samples. I asked him if in fact that they carried “Smartstrand” and he said yes however that it was a special order carpet. He went on to say that the sample that I had from the local dealer was only about a 30 oz face weight and would mat down over time. He instead suggested that his Shaw plush style was a much better choice for the stairs and hall. He quoted us $3,750 to do the hall/stairs and the four bedrooms. I had received a quote of $4,036 from the local family owned carpet store with the 30 oz face weight carpet.

Both offered 8 lb padding. The shop-at- home company offered padding without the moisture barrier, they have it but he did not believe that we needed it (because it is just me and my husband in the home), but the local dealer offered padding with the moisture barrier.

I came across your site after going online to look at some other local carpet stores to see what they may have to offer. I guess I would like an expert such as you to weigh in or give some advice as to why the local carpet store would only offer us a 30 oz face weight and give a quote of $4000 dollars and the shop-at- home carpet company quote $3,750.00 with w 60 oz face weight. Looking forward to hearing back from you.

Cathy

Hi Cathy,

Thanks for your carpet questions! I have to make some assumptions with the limited information you gave me, so this email is my best “guesstimate” response for you.

It sounds like you had Empire Today out tonight to show you some polyester carpet samples. I never recommend buying carpet from Empire, and I don’t recommend you buy a carpet made of PET or Polyester fibers unless you want it to last for less than 7 years. Those are the absolute worst fibers, no matter what they tell you. Neither of two carpets you mentioned can handle medium to heavy foot traffic regardless of their 50 or 60-ounce face-weights. Fiber type, Tuft twist and pile density are way more important factors to consider than is a higher face-weight. You need to consider all the carpet specifications to know if the carpet is durable enough to handle your application and last as long as you anticipate. (See attached carpet durability chart)

A carpet made of Nylon is always the best choice for stairs and hallways and other heavy foot-traffic areas. Smartstrand, P.E.T. or Polyester fibers do not perform as well on stairs and hallways as they tend to mat down quickly in medium to heavy foot traffic applications. If your home has low foot-traffic, then a Smartstrand (Triexta) fiber might work well for you, but it should still have good specifications, hopefully more than 30-ounce face-weight and good pile-density rating (see attached carpet durability chart)

Best Padding Choice

You don’t really need a moisture barrier padding, so why pay extra for it. A good quality Rebond type pad, 7/16”, 8-pound density will do the job just fine. Learn more about moisture barrier padding and other specialty padding types.

Are you wondering where to buy new carpet and flooring to truly get a fair and square deal? Do you want to know how to easily recognize a carpet scam! I’m Alan Fletcher, a 30-year Carpet expert and trusted consumer advocate.

In this candid report I reveal the untold truth about:

Where and where NOT to buy carpet,

How to choose new carpet wisely,

How to negotiate a great deal on new carpet

How to avoid making costly and common carpet buying mistakes!

And much more…

Below I reveal the most common retail outlets for “Where to Buy New Carpet and Flooring” and give you my unbiased and professional opinion about buying carpet or flooring materials from them. Learn which carpet retailers to avoid and where to find your best carpet deal!

#1 Locally-Owned “Family Run” Carpet Dealers

Score5.0/5.0 , My #1 Favorite Choice

With a few remnants stood up along the back wall, some in-stock rolls of carpet on display, a neat and tidy showroom and a good selection of brand name carpet samples. These long-standing neighborhood flooring retailers buy first-quality carpet directly from the carpet manufacturer, provide excellent customer service, have fair & square pricing, have knowledgeable staff and provide qualified installers. Should you ever have a problem or complaint they will do whatever it takes to ensure you are completely satisfied. Over the past few years I have compiled my own “hand-picked” list of reputable locally-owned Carpet Dealers that I am proud to recommend to my readers. See who I recommend near you

#2 Nationally Advertised or BIG-BOX Carpet Retailers

Score1.5/5.0

These corporately owned conglomerates blanket the airwaves with repetitive TV commercials, radio ads, billboards and bus stops! They have locations located all over the country. I think home improvement warehouses like Lowe’s and Home Depot fall into this category because they use private labels, they farm out their installations to other companies, they require payment upfront at the time of purchase, and they may even charge you a fee to come out and measure your home. Should you have a carpet problem, they may just tell you to contact the installation company or contact the carpet manufacturer directly. In many cases, if you have a problem, no one is willing to step up and accept responsibility for your problem or complaint and you could end up stuck with a carpet that you are unhappy with. Learn more:Should I Buy Carpet from Lowe’s, Home Depot, Empire Today or Costco?

#3 800- Carpet Wholesalers

Score 2.5/5.0

These are carpet and flooring peddlers who will send you small carpet samples through the mail. They want you to buy their carpet virtually “sight unseen” (other than a small swatch) There are no refunds on discounted carpets so you really have to be fully aware of all the fine print. You can save money if you buy from a reputable carpet

wholesaler as long as you know exactly what you are buying and fully understand how the entire carpet buying process works and what is expected of you, especially regarding the delivery of the carpet and what you are required to do if you need to return a roll of carpet. Some 1-800 carpet outlets stores are reputable and some are not. The burden of being knowledgeable about your purchase falls solely upon you. See who I recommend near you!

New Carpet is more costly than most homeowners expect. To help you understand how much new carpet and padding will cost you, I’ve created a helpful New Carpet and Pad Pricing Chart.

Homeowners, if you are in the market for new carpet you should first take my free Carpet Foot Traffic Test and then you can cross reference your unique Level of Foot Traffic with the Number of Years you want your New Carpet to Last.

You will discover what “Grade of Carpet” you need to buy and how much you might need to spend to get the new carpet and padding that will be the best choice for your home.

Don’t be a victim of a carpet scam! Make sure you buy from a reputable Carpet Dealer.

Carpet scams are common! That’s why I’ve created my own special hand-picked list of locally owned and reputable Carpet Dealers that I personally recommend to my readers. Don’t take chances when it comes to buying new carpet or flooring for your home! See who I recommend near you.

How Much Does Carpet Cleaning Cost?

A popular homeowner question is “How much will it cost to have my carpets cleaned?” If it’s been several years since your last professional carpet cleaning then your carpets are likely quite dirty, even though it may not appear dirty it may require some special “carpet cleaning” attention.

The price you’ll pay for carpet cleaning depends on the age and condition of your carpet and the amount of time and effort and cleaning products it will take to do the job right.

Rule # 1

The dirtier your carpet is… the more it’s going to cost to have it cleaned.

Imagine not cleaning your stove top for a week, or a month or a year! How much more difficult would it be to clean it thoroughly?

The same goes for your carpet. If you haven’t your carpet cleaned in years, no matter who you call it’s going to take some extra time and effort to do the job properly.

If your carpets are in serious need of a thorough deep-cleaning, don’t go searching for a Carpet Cleaner Coupon that says “Two Rooms Cleaned for $29.99!” You won’t be happy with the results from a light surface cleaning.

Carpet Cleaners that advertise super cheap prices are notorious for luring you in with an amazing low price special and once they arrive, they surprise you with an estimate so high it will knock you off your feet! You don’t need this type of aggravation! But be prepared to pay a reasonable and fair price to have your carpets properly cleaned.

Carpet Cleaning Cost

The typical cost to clean your carpet will range from 15 cents to 45 cents per square foot.

Dirty carpets take longer and require more effort to clean. This means if you have your carpets professionally cleaned every 12 to 18 months like the carpet manufacturers suggest, then the cost to have your carpet cleaned should be on the low end of the pricing scale.

But if you wait too long to have your carpets cleaned, then expect the price you are asked to pay to be on the higher end of the pricing scale. If you haven’t had your carpets professionally cleaned in 6 years, don’t be surprised when the estimate is twice or three times as much as you expect.

The fact is, all carpet cleaners must charge a reasonable price for their services or they won’t be able to stay in business. If it takes twice as long to thoroughly clean your carpet then expect the job to be priced accordingly.

One Room Cost Example:

A common bedroom size is 10’ X 14’ or 140 square feet.

At 18 cents per square foot the cost for cleaning would be about $25.00 (Carpet doesn’t appear dirty)

At 28 cents per square foot the cost for cleaning would be about $40.00 (Carpet looks fairly dirty)

At 36 cents per square foot the cost for cleaning would be about $50.00 (Carpet is very dirty!)

Some Carpet Cleaning companies prefer to charge by the room or by the job. It still ends up being pretty close to the same price as it would be if calculated by the square foot, so if you know about how many square feet you need to have cleaned it will be easy for you to calculate an approximate cost.

At 36 cents per square foot – Total cost about $360.00 (Carpet is very dirty!)

Please remember: It’ is NOT a scam for a professional carpet cleaner to charge you more to clean a very dirty carpet.

Proper Carpet Care and Maintenance

It’s up to you to make sure your carpet is maintained and cared for according to the carpet manufacturer’s guidelines. Failure to do so will void your carpet warranty and cause your carpet to wear out prematurely. Regular vacuuming and professional cleanings every 12 to 18 months is required and will allow your carpet to last as long as possible. Learn more How To Care For Your Carpet

Rule #3

Have your carpets cleaned before they start to look dirty.

Abrasion is what causes carpet to look ugly and worn out. If you wait too long between cleanings, your carpet can become permanently damaged. Dirt and grime can easily cause abrasive wear that cannot be undone. Once you reach this point there is nothing any carpet cleaner can do to restore the “like-new” appearance your carpet once had. Sure you can have your carpets cleaned, but you won’t be happy with the way your carpet looks when it’s done.

Rule #4

Make arrangements to have your carpets cleaned regularly

There are plenty of “poor quality” carpet cleaning companies that you need to avoid. So instead of clipping out a carpet cleaning coupon and rolling the dice hoping you get good service, visit Alan’s Best Carpet Cleaner Directory and see who I recommend near you. All the companies on my list are IICRC certified and personally hand-selected by me. They must pass my test before I will recommend them to you. Make an appointment and ask them about their Carpet Maintenance Plans.

What is a Carpet Maintenance Plan?

Offered only by professional carpet cleaning businesses, it’s a special price you can get for purchasing your future carpet cleanings in advance for a discounted price. Perhaps they might offer four carpet cleanings for the price of three or three carpet cleanings for the price of two. This can be a smart way to make sure your carpets cleaned on a regular and ongoing basis.

I think it is a very smart move and you have the option of setting the date of cleaning whenever it is convenient for you. You will save money in the long run, your carpet will last years longer, your home will always look nice and be a healthier place to you and your family to live.

Carpet Cleaning Extras

Spills, spots and stains…

Some carpet stains need special treatment and require extra time, treatment and effort. You should expect pre-treatment of most spots and stains to be included as part of the basic price, but in some cases, especially with pet accidents or biological spills and stains there may be an extra charge. It’s impossible to predict how much extra it might be without knowing the type of stain, size and disposition of the affected area.

Carpet Damage, Restoration and Repairs

Carpet Cleaners may be able to repair or restore your damaged carpet. Carpet is often damaged from floods, accidents, burns or pets, but may be repairable or restored by a competent carpet Cleaning technician.

Some spots and stains are impossible to clean but other options may be available. In some cases, depending on the type of carpet you have, carpet dyeing may restore the color to a faded or bleached out area. Burns can be cut out and replaced with leftover carpet or by using the same carpet taken from a “less critical” area (like a closet).

Some carpets may need to be re-stretched or reinstalled. The cost for these extra services will depend on your situation. If the cost is too high or if the carpet is not repairable you will have to decide if it’s time to start thinking about buying new carpet.